Program Details
The program details should be reviewed after this part of the call flow.
What is after the "welcome to i9 Sports"?
You should not create an account in this part of the call flow.
What is the "Welcome to i9 Sports" section?
You should "Assume the Registration" during what part of the call flow?
After you have answered their questions about the Program Details. Don't ask for the sale, assume it!
If a customer asks for a refund/credit can you give it to them?
You cannot promise or guarantee a refund/credit. You can see their member account to see if they have any credits already awarded to them. You will need to reach out to the AD/PD for the request.
A customer says they can't register because they don't get paid until after the registration deadline.
“No problem at all. Let me do this for you. I will send you an email with all of the information that we discussed today so. This will also make it easier to register online if you would rather go that route. What is your email address?"
You will find Program Details if you...
What is searching for the franchise in the member/customer's area?
What should you do before you begin to register the customer/member?
Find the customer/member's information. Search the franchise information, Review the program details. Click register at the bottom of the page.
What should you do if the customer has a first initial request for a refund/credit?
Call or email the AD depending on the CSC notes. You may need to put the customer on a brief hold or email them letting them know it may take 24-48 hours getting back to them.
That location is too far from where I am located.
Focus on the fact that we are all about convenience and that they only have to drive to the fields once a week for practice and games. If they still mention that it is too far you can ask the caller for their zip code so we can look to see if there is another location closer to them in their area via the website.
It is important to pay attention to what in the Program Details?
What are the age ranges?
If a customer does not register and you have created an account, you should include these things in your new member note.
Age of child
Reason for not registering
Your name
If a customer/member does not know the size of their child, you can...
Click the "Average weight/height" button to approximate the size of their child for their jersey selection.
What should you do if a customer is calling about a refund/credit for the second time?
Check their member account and verify everything is correct. See if there has been any contact, if not reach out to the PD.
I want a more challenging league for Bobby and I don't think playing once a week is enough practice.
We need to ensure that we are informing the parent that we do practice each week, it just happens to be the same day of the games as convenience for them. If the caller is looking for something more competitive than what we have to offer, we can appreciate that this may not be the appropriate league for them. We still want to try and make them a member just to remind them in the future about i9 Sports.
Before you relay all of the Program Details you should make sure you do what?
What is answer the customer/member's questions first to avoid information overload?
Inbound/Outbound-Caller Type-Call Reason-Call Outcome-Reason for not registering-Close Call
What should you try and upsell and discuss with the caller during the registration process?
Shorts and if they are interested in volunteering.
What do you do if a customer has called for the third time about their refund/credit request?
Check their member accounts and notes to see if a credit/refund has been issued. Acknowledge that you see the activity of their requests and try and contact the AD.
I don't have time to register or become a member.
“I can make you a member of our website in less than 60 seconds. We will send you an email with information about i9 Sports and a link to our website so you can research the details of each program when you have more time! Let’s get you off the phone quickly, what is your full name?”
What does the Program Fee include?
The program fee is a one-time all inclusive fee that includes the i9 Sports jersey, awards, etc.
When you create a new account, what pieces of information will you need to successfully create a new account?
What is the email address (verify), address, zip code (city/state will auto-populate), phone number (verify it is a cell), how they heard about us?
Do you have the power to take partial or split payments from the customer?
No, we are only allowed to take full payment at this time. I will need to reach out to the AD/PD because they have this power.
What do you do if the customer is pushy about a refund request and wants you to do it?
Be assertive and let them know that the AD is the only one that can decide to issue them a refund/credit.
I want to be involved in my child's sports, but I am too busy.
Coaching is a once-a-week commitment. Since you will be at the field with your child anyways, you can assist as a coach/co-coach.